Onsite Support Technician

Role:                                      Onsite Support Technician
Location:                               Chicago, IL (ONSITE)
Duration:                               6+ months 

Job Summary:

As a member of the Client’s Onsite Support team, the Technician is the site custodian for all IT matters and will take full ownership to resolve directly or coordinate the resolution for end-user and site technical issues. The Onsite Support Technician also enforces Client’s (Group IT’s) policies and procedures and must attend the assigned site daily.

Essential Responsibilities and Duties:

·        Must be present at assigned location daily during business hours (except with Manager approval). The role cannot be fulfilled remotely.

·        Work in flexible shifts with a 2-3 hour start and end time frame when needed

·        Provides priority support to VP level users

·        Provides second-line investigation and diagnosis

·        Resolves and closes incidents/service requests as per help desk procedures & allocated timelines

·        Escalates unresolved incidents/service requests within agreed timescales

·        Logs all relevant incident, service request, and asset details per help desk procedures

·        Communicates with the leads and managers regarding incident progress

·        Ensures tickets are always updated until issues are resolved

·        Complies with global IT policies

·        Liaises with Client’s IT support groups and 3rd party providers when necessary

·        Performs installation, personalization, and staging of PCs

·        Performs IMAC (Install, Move, Add and Change)

·        Conducts hardware and software maintenance and support

·        Manage onsite New Hire Onboarding (where needed)

·        Supports various ad-hoc initiatives/projects/audits and asset inventory

·        Provides Onsite Support for all IT related incidents

·        Coordinates with Provisioning and Depot for hardware repair and swaps

·        Assists with Security Officer on IT security issues and Audits

·        Assists local Server Team when server maintenance is required

·        Creates/maintains process documentation where required

·        Provides Special Events coverage pre/post regular work hours

·        Local network support and/or assists Group Network team

·        Hardware/software setup, installation, configuration, upgrades, monitoring, and troubleshooting

Key Competencies: (working / support knowledge of)

·        Windows and Mac OS support

·        Android\IOS mobile device support

·        Computer and networking hardware support

·        Strong Troubleshooting Skills

·        Solid understanding of the IT Service Management concepts such as SLA, OLA, MTTR, ITIL

·        Audio Visual equipment including Polycom, Cisco, MS Surface Hub, and other presentation technologies

·        Experience in handling tickets within Ticket Management and Asset Management Systems, such as BMC Remedy / HP IT Service Manager / Service Now

·        Take complete ownership of the tasks at hand and adhere to agreed timelines